Fibre order not completed on time

Today is my change of service day from BT to Plusnet. No problem with the phone which is now on Plusnet but my broadband has not yet been connected and I haven't received the router so I can't connect even if the broadband does get processed today.

The information given at the time of order is "Your current service should carry on working as normal. You may experience a small amount of downtime as we switch your service and then you'll be up and running". I don't call 14 hours a short time.

My BT internet stopped about 6am this morning. I did phone the support no. and they said my router order was "stuck" but one would be sent out today. All in all very disappointed -- these days we need internet like we need electric light. It's not a luixury it is essential so please get a move on plusnet.

Re: Fibre order not completed on time

Your broadband order didn't progress as we'd expect within our supplier systems, so your router wasn't automatically ordered. We'll get your router to you as soon as we can, but it's unlikely to work until the broadband order is completed.

Hopefully that's done tonight, but it might need our suppliers to manually intervene and progress the order to completion. I can see we've got a ticket raised with our provisions team and we'll chase this up as soon as we can.

Re: Fibre order not completed on time

Thank you for taking the trouble to reply Mustrum. I have already seen some advice on this forum about using a BT router so once I get the notification that broadband has been activated, I'll probably give it a go.

Re: Fibre order not completed on time

Shout up if you need any help - as it happens when I originally moved to PN, although the router did arrive in time, it was the old one that also needed an openreach modem, by the time the phone was answered I had the settings to sort out my HH5.

Re: Fibre order not completed on time

Is there any update on this. Has my broadband been activated? I was told yesterday by Customer Service I would get the router today, now I've been emailed to say router being sent out today and to allow 3 - 5 days for delivery. I would like to know if my broadband has been activated or not, as I can probably use my old BT router to access internet while I wait till next week for what should have come days ago from Plusnet. Currently 30 hours without any internet.

Re: Fibre order not completed on time

From what @Gandalf said earlier it would seem that there is some problem with the order, possibly the often mentioned stuck in suppliers system. It's not clear if the order will complete or more intervention is required to move it along.

Why don't you set up the BT router with your PlusNet username and password, connect it up and try it, that's what I would do, rather than wait here for an update.

Re: Fibre order not completed on time

Our suppliers have advised us that your fibre order is complete on the Openreach systems, but one of the activities that an order progresses through is currently stuck within the BT Wholesale applications.

They've raised a bridge case, which is basically a task with a back-end team to manually complete the order. We've been advised that we need to allow 2 working days for this to be picked up by the relevant people.

I've discussed the prospect of activating your account on our side as your order is complete with Openreach, but they've advised me that it's unlikely to work, because records haven't been updated since the order isn't complete in the BT Wholesale systems yet.